IT Helpdesk Support

SGS Technologies, we are a software development and staffing company that doesn’t simply talk services – we accomplish them. With two decades of experience, we use a combination of latest technological knowledge, future-driven ideas, and specialized skills for multiple forms of IT requirements. Job Description: Job Summary The IT Helpdesk Support Specialist will provide first-level technical support to employees, troubleshoot hardware and software issues, and ensure timely resolution of IT-related incidents and service requests. The ideal candidate should have strong customer service skills, troubleshooting ability, and experience supporting users in a Windows/enterprise environment. Key Responsibilities: Provide Level 1/Level 2 technical support to end users via phone, email, chat, and ticketing systems. Troubleshoot issues related to Windows desktops/laptops, applications, printers, peripherals, and network connectivity. Install, configure, and maintain computer hardware, software, and related equipment. Create, update, prioritize, and resolve incidents and service requests through an ITSM/ticketing system. Assist users with password resets, account access, MFA, VPN, email, and application issues. Support onboarding and offboarding activities, including user account setup, equipment provisioning, and access changes. Diagnose basic LAN/Wi-Fi, VPN, DNS, and connectivity issues and escalate complex problems to appropriate technical teams. Maintain accurate documentation of troubleshooting steps, resolutions, and knowledge articles. Follow established ITIL/service desk processes, security policies, and escalation procedures. Monitor assigned tickets and ensure issues are resolved within established SLA timelines. Provide excellent customer service and communicate technical solutions clearly to non-technical users. Assist with hardware inventory, software deployments, system upgrades, and other IT support projects as needed. Required Qualifications: 1–3+ years of experience in IT Helpdesk, Service Desk, Desktop Support, or Technical Support. Strong knowledge of Windows 10/11, Microsoft Office/Microsoft 365, Outlook, Teams, and common business applications. Experience troubleshooting PCs, laptops, printers, mobile devices, and peripherals. Familiarity with Active Directory/Azure AD (Entra ID), user accounts, permissions, and password management. Basic understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and network troubleshooting. Experience using an IT ticketing/ITSM platform such as ServiceNow, Jira, Remedy, or similar. Strong verbal and written communication skills. Excellent customer service, problem-solving, and time-management skills.